.Wallapop is a Barcelona based scale-up driven by the purpose to empower people to embrace a more conscious and human way of consumption.
We believe in a world where collaborative economy is mainstream.
This is what drives us.Wallapop operates in Spain, Italy and Portugal, offering a catalogue of several hundreds of millions of products and services.
Powered by technical innovation and continuous improvement, we bring together the scale & trust of classifieds with the marketplace's convenience & reach.
Our mission is to enable a connected trade ecosystem, making 2nd-hand the norm through smart use of technology.Backed by top investors such as Accel, Insight Partners & Naver Corp, we bring our total valuation to 806 million EUR and are embarking on our international journey with the aim to become the world's best unique goods trading platform.The ChallengeAs Wallapop continues to grow, our need for an exceptional Head of Customer Service grows with us.
We're on the hunt for a talented professional who can help streamline our customer service processes while ensuring that our users receive top-quality service.
We are seeking a forward-thinking and innovative Head of Customer Service who can leverage data and insights to continuously enhance the customer experience in our marketplace.
As our Head of Customer Service, you will have the opportunity to shape our customer service strategy, ensuring our users' journey is nothing short of excellent.
This role requires a keen focus on both people management and customer experience, a dynamic balance that we believe drives our success.To be successful in this dynamic and often ambiguous environment, you should be a self-starter, comfortable with facing challenges, and skilled in problem-solving.What You Will Do- Oversee our internal teams for Customer Service (CS) and CS Experience (CX) for both C2C and Pro customer segments, providing guidance, mentoring, and feedback to foster professional growth.- Manage relationships and coordinate with externalized CS Agents, ensuring their work aligns with our quality standards and customer service goals.- Develop, implement, and continuously improve customer service processes and procedures to drive operational excellence.- Analyze customer service data and metrics to identify trends, challenges, and opportunities for improvement.- Liaise with cross-functional teams (especially Managed Marketplace and Seller tribes) to communicate customer feedback and ensure alignment between customer service and the wider business objectives.- Promote a customer-centric culture within your team, and across the organization, driving our commitment to exceptional customer experience.What We're Looking For- Training in Engineering, Business, or similar disciplines.- Previous experience managing CS teams, with a demonstrated ability to lead, mentor, and drive performance.- Strong customer orientation with proven problem-solving skills